risk manager
Resume:
M ARLENE HARPER
Tampa, Florida 33624
(H) 813-***-****
E Mail: *********@********.**.***
Core Strengths
• Proven ability to build high performance teams through performance management, process analysis
and team recognition.
• Lead teams through change through training, coaching and communication.
• Focused on product and company goals and values.
Qualifications
• Developed operational process procedures (technical writer) which reduces training time by 40% as
well as provides a basis to measure individual and team performance and consistency.
• Managed drill down analysis of core processes following the philosophy of Six Sigma (define,
measure, analyze, design and improve) daily processes became more efficient which resulted in the
ability to reduce number of staff needed to support work capacity as well as using Visio to map
processes.
• Proficient in bank operations as well as operating procedures for MasterCard, Visa and Federal Reg
Z and E. Experience investigating credit card fraud, identity theft, money laundering and electronic
financial crimes.
• Knowledge of requirements regarding filling SAR reports to FinCen.
• Managed staff forecasting to meet anticipated production needs.
• Managed department budget.
• Proficient in Word, Excel, Outlook, Visio and Power Point.
• Member - International Association of Financial Crime Investigations.
EXPERIENCE
Sterling Payment Technologies – Tampa, Florida – 2001 - 2011
Risk Manager/ Fraud Prevention /Compliance
Processing over one billion in volume with less than 1% in losses.
• Managed day to day operations of fraud management. Including - defining the key indicators on the
Risk Modeling Reports that score daily transactions that may indicate fraud.
• Developed procedures and policies (training manual) to be used as a support for training which
reduced training time by 40%. Also provided a measuring tool to ensure all team members are following
consistent processes.
• Analyzed fraud trends. Identify potential collusion. Research investigations and determine if further
reporting is necessary. Ensure all documentation involving the investigations are completed. Work with
law enforcement regarding investigations.
• Interviewed and hire new employees. Outline training schedule including reviewing new hires on their
progress. Ensure the team production meets and exceeds expectations. Responsible for training, coaching,
counseling and retaining a team focusing on quality and high performance. Monitor productivity of team
investigators. Serve as back up for Director of Risk.
Certegy – St. Pete, Florida- 1998 - 2001
Manager / Card Holder Disputes - Chargebacks
Customer Service
Reduced losses to .00094 % of volume through training and development plans within the first 2
years.
• Managed team of associates receiving dispute calls from cardholder’s (chargeback’s). Received over
70,000 calls annually. Familiar with neural networks.
• Managed forecasting to meet production goals and requirements. Managed department budget of
$500,000.00
• Participated in teams focused on developing quality assurance, increase in productivity, customer
satisfaction and minimize employee attrition to 2% through coaching, development and career
development plans.
• Directed staff of associates(100 plus) processing cardholder disputes (450,000 annually totaling $70.8
mm) to ensure all disputes are handled in accordance with MasterCard,Visa, and Federal Regulations as
well as satisfying monthly standards and meeting contractual obligations with credit unions.
• Reduced and managed non –productive time.
Additional Professional Experience
PMT SERVICES – Tampa, Florida
Director Operations / Merchant Services
Underwriting, Chargeback’s, Risk Management, Compliance Officer( Credit and Debit Card)
• Managed operations staff including underwriting, application processing, data entry and risk (fraud)
• Conducted training seminars for sales agents and financial institutions
• Acted as interface between financial institutions, customers and sales offices
• Reviewed and monitored profitability of merchant accounts
• Guided EBT and debit program
• Developed Operations Manual which provided training assistance as well as defined consistent
processes to follow.
• Compliance Officer. Ensured merchant’s process transactions within Bank Card rules and Federal
regulations
EDUCATION AND TRAINING
• Georgia State College, Atlanta, GA – Business – still enrolling in classes in Florida
• American Institute of Banking; diplomas received: POS, Effective management Skills, Foundations
of Banking, Management
• Continuous participation in Management training classes - Career Track
• Honor Network - ISO Training
• Training seminar - International Association of Financial Crime investigators
• Windows training
• Risk Management Training - California
• Equifax University - Effective Listening, People Management, Conflict Management, MS Word, Time
management, Performance Management, Coaching and Development, Developing Effective Interviewing
Skills
• Excel - University Of South Florida
• Microsoft project management
Contact this candidate